Eleventh Commandment

Professor Sandra Vandermerwe moved to London in 1995 to accept the post of Professor of Management at The Management School, Imperial College of Science, Technology and Medicine, London. This continues her interest in customers and companies which she began in the early 1970s writing her doctorate on "The Influence of the Marketing Concept on Company Performance". She is a scholar and speaker of international repute. Apart from her teaching and research activities she works with practitioners, consulting and researching with them to help transform their organizations. After a sociology degree she worked in business. An MBA and doctorate in marketing was followed by a career as Professor of Marketing at The University of the Witwatersrand (Wits) in South Africa. She moved to Switzerland where she spent a decade teaching and consulting globally on the subject as Professor of International Marketing and Services at IMI and then at the newly formed IMD. She has written several books, articles and award-winning cases. Her most recent books are: From Tin Soldiers to Russian Dolls: Creating Added Value through Services, a co-authored publication with Christopher Lovelock, Competing through Services, Strategy and Implementation: Cases and Text: and Cases in European Marketing Management with John A. Quelch and Kamran Kashani.

• Partial table of contents: MAKING THE PROACTIVE LEAP. Don't Miss the Moment. LOOKING BEYOND WHAT YOU CAN SEE. Finance Baffles Brains. REVERSING THE LOGIC. The Linear Trap. MOVING MINDS TO MARKETS. Making Missions Market Making. BECOMING THE GATEWAY TO CUSTOMER SOLUTIONS. Redefining Value. BEING ALL THINGS TO SOME PEOPLE. Moving Beyond Segmentation. MAKING COMMITMENT ENDURING. Using Diffusion to Get Commitment. JUMPING INTO THE CUSTOMER'S ACTIVITY CYCLE. The Value Add is the Experience. GETTING INTO THE CUSTOMER'S HIGH GROUND. Changing the Nature of the Customer Relationship. BUILDING NEW COMPETITIVE SPACES. In Search of New Building Blocks. LEARNING TO BEHAVE AS ONE. Altering the Way the Company Really Works. CONVERTING INTENTION INTO VALUE. Success as a Motivator. OPERATING ON TWIN TRACKS. Living with Ambiguity. References, Bibliography and Points of Departure. Index.